Case #815 — Marlow London

Morning x please could you let me know when my order will arrive Many thanks Vicky On Sat, 18 Jul 2026, 07:36 MARLOW LONDON, <support@marlow-london.com> wrote: > [image: MARLOW LONDON] > <https://marlow-london.com/_t/c/v3/AAAHJ7pOU3afzDPKBsrYOiAvVsSCAk3RGZ1rD-rrMXwG1eptIuropY1jyJpuj43aLVtUNjEEC3oc5iEvoMPIg2ikTbbgnYBs7fwATVvXXItiFX_nm9N7fXNNIlwSDB5nTcxakg6qsIqPAmkb6fNy3jyHQnGYGRqicuENoXuRtz_snqiGVi0dcYr6SMFy84lsctGsfOFSsShnFA5cTzgJx4PmMaq7FsVQQPWB_rkJdeHpXH8VzrGXBwrkIojEjHYQu2aebKAES_MIalwOVZhlWmu--mzq-J61tiSTN4TBxo8W2bea4PIDF4MhRt_mfRsbfCAYml2zrBw1wNEZ8393m_yD_Q==> > > > > Order confirmed > Thank you, vicky > > We're preparing your order with care. You'll get a shipping update as soon > as it's on its way. > > A gift for you · £15 store credit > > STORECREDIT15 > > Use this code at checkout for £15 off your next order. > Shop now > <https://marlow-london.com/_t/c/v3/AABtVsDCYMnxRaCj_vW7QKMoMIGZwlTvims1B4MznyeQR2o9Yk2kAn5nlNi4Rsbo93HTVXcU5B7CdxCn-LOUV_MBbTCYJwF3kdu0iXk_rg2WFWV1pSAy8v0rkiqLypBuD7c3QuT3O9GyAKYxxV9_SDITn60rXkWeQYL-a5Ug9sN_lxTZQJi9i3CUaNJrIzpR56gzNrqIZQW_nC2Qw_dRSqsVu0u5zLojVIQoWjesqstAtCZSWwJEvUOgfmcaWcxmBG_dMv5mopd0yVO3lOrnW-5IAMF0pyCwcquouB16LrUyOYNG2YHfdmNBftS1vbbY0wuJJD-CXrHj_JsTtHsJ17cot-I=> > > Order number > > #2556 > > Order summary > LONGCHAMP LE PLIAGE TOTE - PAPER - Paper > Paper · Qty 1 £54.95 > Subtotal £54.95 > Shipping £0.00 > Total £54.95 > > Shipping to > > vicky Wood > 11 sheredes drive > <https://www.google.com/maps/search/11+sheredes+drive+EN11+8LH+Hoddesdon+United+Kingdom?entry=gmail&source=g> > EN11 8LH Hoddesdon > <https://www.google.com/maps/search/11+sheredes+drive+EN11+8LH+Hoddesdon+United+Kingdom?entry=gmail&source=g> > United Kingdom > <https://www.google.com/maps/search/11+sheredes+drive+EN11+8LH+Hoddesdon+United+Kingdom?entry=gmail&source=g> > > Payment > > Shopify payments > View order > <https://marlow-london.com/_t/c/v3/AACg-3rxgE4OFycE6KVwyuPvty8xk2Qqdth2pgZ-lG45hLSvw8jT3xBl9DElEpG5O9UJLJtFlRcSgERN-pKQaQ1TsnS6NBE1jyntrRWiT0oL9lvk7Yqwb3ZnIRlX447BWaAmfaZSPAFvZRXI3BSMxE1--80bMeFVlr681E4-WEAPXFnV80l8hA3TbILCNxgeRnn8cDomG3BvCxrEELWDNBEh3lXFIcfvVzKhhQW526YrZDiJxdL14hfYUri4LNmkT6_xX7suf3c_WfnvvjINr6WlwgZzsw_v7UZRFaAnorNKlhmieBhPcgP5k-_8UsYryJ21DAoo8Hht0CMhy7nTATIvmLw48yoyMNrTiNegXBe_uVO1D9zHuvj6opHMAhFbqkI1fQLqpQSwJOvfSgt_sNQetKtLBoNU0UjTvglEOWDUf835toEdh4x6HeADDCXFcROyQjFoWkcEe2x7esmQ2s_PZl-u4EwJqT1iD53pOpS-kmRDpb-Jf1ZrLuMnNqQoKV7PkhPcJeYqMOV1FqdSLabyofTxWk1gDPLSky2wTMwXPHCsVgHg6xkIJHcMjsmhj-nriE8qwanpNQATCzeg5Ay18iB_PKXf2Sl0r2TCTV6cX5PmZEML87ujNEifGXoIUraxxeXVZwIOTw6q2pQtdw-4hxK2qYe3TpgZtd7PeOWjDSTSWY9WE2PPFQR9NUNtIARfxLUE1F6zfWG4dFA48qv2OBoegXXUAlTFFj295RCWpXcuIpu9W1zmU1BEa-YIWLB7aeA8V-V-NQoeR5W3wt_sYKSoTlF1kdYBrLXVnbwEY2B-v7y1jiC2WewFI8Za2-ynRNFnzHjLqo674ptfGHupMC8RQqaIHmsYVApjfYgc2ydX06TchKCddbLIZmLFbbY4Pq8zFH-bh5JtwOev1iBqSaAEEas-c97DjQQ6wXxBpbNqanbEPXD8djnFy6JjeVvUHcdDAykIjInjek75N0Pml4vNsShagOpWUruFj-CzashF_cQhE1M7TzQZrq3e92jwfqpl1c-fbOQWcjlyKmLne53PnauTE4J_WHDPGRvcsUxBO3Ed1BUPpeRALDOJ3KxWDsXiZbbGLjLkEIpjSLdjU847AabRIztMn63bu8x_-LGzw4leOGOx__feYLcEIhEojX60xtAF4Dt2TnGMIPXZBm-v3fn6vTnV-jmqyOw5eb3fBb-bNERRxN_BdMj-eeeOngclrPmmgcO5jtIflPH9BUYymM-BKm6wLHf_q2e6mnhCAwE_7bLcmzbv0U4gO2mqpBKahVHllnXT3YabrdbzJj73Q6hKaGwcyBCohdCZ09KP4e3wmUqKZu7DCYjnR2CjkMjaPArJfJkzfQLRWCPOBDjV4TG_9EV-RXbc2cv3dUaUAzbOdv2ot7G6lmEJ-WFu0-0t1mcjxrmKOksoVlvjGhDUA-2E9kQzIDoEtbaGN_lGTE9L4h4XT5YYBGFYJaQw41L0eB8iDNxwm5xRz7nCcXDW-QGvwE7wPD5gokhSoUpTBXIQUz5AnMwyEPFgZIZ5OUvxOTUVXywVZQt9WuM4buUlLl1_45k=> > > > > Follow us > Facebook > <https://marlow-london.com/_t/c/v3/AABktjj3gBjnfMr_GwKAcfFkL6ngliRy65x0LrFtoP6pC33rWIOwRo_EPgbPrupuFoF1TBh_ooXFnqCDwa0x8ZUaYRLspgywOu2Jx2XfHOmFlJ1-t2YFDdUlLwGstWAkOO92hcz7NwWRC_0KttaYKJuyG9sdqhPoI9X4vP8-vzR5xaY3iEg

A week or so?? It was ordered 6 days ago!! On Fri, 24 Jul 2026, 10:38 , <support@marlow-london.com> wrote: > Morning Vicky, > > Thanks for reaching out! Good news, your order is on its way. I've just > checked your tracking directly and it's currently in transit, getting close > to you now, so we'd expect it to arrive within about a week or so. > > You can follow its progress here: > https://marlow-london.com/apps/parcelpanel?nums=YT2619900705432128 > > If it hasn't arrived within that time, just let me know and I'll be happy > to look into it further for you. > > Warm regards, > Anna > Customer Care Team > Marlow London >

Really dissatisfied clearly a fake On Sat, 18 Jul 2026, 08:50 MARLOW LONDON, <support@marlow-london.com> wrote: > [image: MARLOW LONDON] > <https://marlow-london.com/_t/c/v3/AAA5Rw6WK-ClCBYqSgSkTrvbP2sOwv7q41olZGXCB_TtFc58rTGCH2mpvmxvNuKbimcYiG0m0cbZm-JHr25owMO5QnPhmyQKkNEZzEUfFvyJvr4-gk8mppzMHWdjjeGWZ9VAxfuTzOqOSbCduIJ1LFzsoDg5-7JC66lJ8J4Tx1FBLehXAYngoWk3C29OxQMS8S7I-6oKOebiFKoA8JjDtyx29kIe7DYw2FKPlLKA_v5QnOtKDoWetKtpBXLHYhp62HfX_KBmmtPvYjKI79FUMmPD4ZSDng_2Hhycni_ZX6n-Pg2FvcJSO5U0apx46PYx1ibm8V419OTzzH9TiwDEGv_b0g==> > > > > Shipped > On its way, vicky > > Your order has left our boutique. Track your package below to see when > it'll arrive. > > Tracking number > > YT2619900705432128 > > Carrier: YunExpress > Track now > <https://marlow-london.com/_t/c/v3/AACJoCUsabI1tFHTizpe2bdSTDr8oqvV_2LV9AJNFh0Lw4lgV7z_Pfp-tVIScNLFoiN_o8vNIn0PDEBHLxcIE7FHPuu-kV4j2NudotvniKniK8mxZb2dmnK2dVxhVrudWPUwjKYTd5zc8hibt3RqA4HXhAXqADFQ4mQXAZNOvB5oz_EoR_wOJ7Jr0KDUCGJesTPrmM_F8LyCEa18SoPTTyTtb1XBo6xF60AFIZoukFZwlNUSz0BZINP9lbtB5rnaXRTNwziLrnYTEnk0cOQ_N22Jm_DUeHuWq_RnQpwER9Nu_La0wfruZio1Yywdgc_5rkBNLDMn27G_sIXVh5d6yjY4cdKwyRiKOplK3InEnvO203m5Ng==> > > A gift for you · £15 store credit > > STORECREDIT15 > > Use this code at checkout for £15 off your next order at marlow-london.com > <https://marlow-london.com/_t/c/v3/AADMfQNna529F0IjpmUrUOQ6-SkPn0zmvJfo70amv_zo2G16pLJYRH_s5LiNTfzlISkn9MDOc8wKHeC9XE-JY5YLubDFELZgbOz93-xAT-S4u80lCu35tlixblMVyubyZZnMCSWRoFkcePaGs2aJVhT0Y5XWkf9q7yp8BRbVDXelFKBn5RfNc6nK-XvPkwJnFo4DkUYGW1FHqH912Etk2ie3l1kipZRzRsWsBpucOjH3Uo0xvJt4sja2YNJNBE3fFYfPM615M76-H-l0nSXE2C0jBjQitJxkSMisVNaTPkF9ftN7eZHQAuk3WvON5jKztmH3alyU_MqQ1DdyKUW15SRbQSI=> > . > > Items shipped > LONGCHAMP LE PLIAGE TOTE - PAPER - Paper · Paper · Qty 1 > > Order number > > #2556 > > Shipping to > > vicky Wood > Hoddesdon, United Kingdom > > Questions about your delivery? Reply to this email and we'll help right > away. > > > Follow us > Facebook > <https://marlow-london.com/_t/c/v3/AADfc2lHAuuhD3-ICsvEjfcPXt7g1cBI3YqYj0MO87fRcUivxdzyWoGNvsgldtT5lvktibsxu73BCw03xUkydwzpTb85o4iH5FWc9tyiVKUBS0dXHyi_z_p_PSktaxF4z4kS4uHd3Nm6M4wlPPTW4kaFSE59BYgFAsE4fxim5TUZdhemYSL4WnMgp9gn-NXNU3lqwNAhGFeKNabofnjyKT1PJ7e5Ooga2i3cZTosVgUYnROxWRCfbVRLEP0Dvq66L1etcLsXnPEclPvSZYtLr97kyXpxstJv8MMeooCKUG9P-KjfOonu3eckFAnbOEOfAZpsVcwe7ihMix8=> >

Please can you forward a full refund to my account on the basis that you are wrongly advertising fake products on you website Kind regards Vicky On Sat, 25 Jul 2026, 18:48 vicky wood, <vickylouisewood@gmail.com> wrote: > Really dissatisfied clearly a fake > > On Sat, 18 Jul 2026, 08:50 MARLOW LONDON, <support@marlow-london.com> > wrote: > >> [image: MARLOW LONDON] >> <https://marlow-london.com/_t/c/v3/AAA5Rw6WK-ClCBYqSgSkTrvbP2sOwv7q41olZGXCB_TtFc58rTGCH2mpvmxvNuKbimcYiG0m0cbZm-JHr25owMO5QnPhmyQKkNEZzEUfFvyJvr4-gk8mppzMHWdjjeGWZ9VAxfuTzOqOSbCduIJ1LFzsoDg5-7JC66lJ8J4Tx1FBLehXAYngoWk3C29OxQMS8S7I-6oKOebiFKoA8JjDtyx29kIe7DYw2FKPlLKA_v5QnOtKDoWetKtpBXLHYhp62HfX_KBmmtPvYjKI79FUMmPD4ZSDng_2Hhycni_ZX6n-Pg2FvcJSO5U0apx46PYx1ibm8V419OTzzH9TiwDEGv_b0g==> >> >> >> >> Shipped >> On its way, vicky >> >> Your order has left our boutique. Track your package below to see when >> it'll arrive. >> >> Tracking number >> >> YT2619900705432128 >> >> Carrier: YunExpress >> Track now >> <https://marlow-london.com/_t/c/v3/AACJoCUsabI1tFHTizpe2bdSTDr8oqvV_2LV9AJNFh0Lw4lgV7z_Pfp-tVIScNLFoiN_o8vNIn0PDEBHLxcIE7FHPuu-kV4j2NudotvniKniK8mxZb2dmnK2dVxhVrudWPUwjKYTd5zc8hibt3RqA4HXhAXqADFQ4mQXAZNOvB5oz_EoR_wOJ7Jr0KDUCGJesTPrmM_F8LyCEa18SoPTTyTtb1XBo6xF60AFIZoukFZwlNUSz0BZINP9lbtB5rnaXRTNwziLrnYTEnk0cOQ_N22Jm_DUeHuWq_RnQpwER9Nu_La0wfruZio1Yywdgc_5rkBNLDMn27G_sIXVh5d6yjY4cdKwyRiKOplK3InEnvO203m5Ng==> >> >> A gift for you · £15 store credit >> >> STORECREDIT15 >> >> Use this code at checkout for £15 off your next order at >> marlow-london.com >> <https://marlow-london.com/_t/c/v3/AADMfQNna529F0IjpmUrUOQ6-SkPn0zmvJfo70amv_zo2G16pLJYRH_s5LiNTfzlISkn9MDOc8wKHeC9XE-JY5YLubDFELZgbOz93-xAT-S4u80lCu35tlixblMVyubyZZnMCSWRoFkcePaGs2aJVhT0Y5XWkf9q7yp8BRbVDXelFKBn5RfNc6nK-XvPkwJnFo4DkUYGW1FHqH912Etk2ie3l1kipZRzRsWsBpucOjH3Uo0xvJt4sja2YNJNBE3fFYfPM615M76-H-l0nSXE2C0jBjQitJxkSMisVNaTPkF9ftN7eZHQAuk3WvON5jKztmH3alyU_MqQ1DdyKUW15SRbQSI=> >> . >> >> Items shipped >> LONGCHAMP LE PLIAGE TOTE - PAPER - Paper · Paper · Qty 1 >> >> Order number >> >> #2556 >> >> Shipping to >> >> vicky Wood >> Hoddesdon, United Kingdom >> >> Questions about your delivery? Reply to this email and we'll help right >> away. >> >> >> Follow us >> Facebook >> <https://marlow-london.com/_t/c/v3/AADfc2lHAuuhD3-ICsvEjfcPXt7g1cBI3YqYj0MO87fRcUivxdzyWoGNvsgldtT5lvktibsxu73BCw03xUkydwzpTb85o4iH5FWc9tyiVKUBS0dXHyi_z_p_PSktaxF4z4kS4uHd3Nm6M4wlPPTW4kaFSE59BYgFAsE4fxim5TUZdhemYSL4WnMgp9gn-NXNU3lqwNAhGFeKNabofnjyKT1PJ7e5Ooga2i3cZTosVgUYnROxWRCfbVRLEP0Dvq66L1etcLsXnPEclPvSZYtLr97kyXpxstJv8MMeooCKUG9P-KjfOonu3eckFAnbOEOfAZpsVcwe7ihMix8=> >> >

Thank you for your email. I have recieved my order however I am very disappointed that you have sold me a fake. Please could you refund me as soon as possible Many thanks Vicky On Wed, 29 Jul 2026, 13:28 , <support@marlow-london.com> wrote: > Hi Vicky, > > I completely understand the frustration, and I am sorry that "about a week > or so" did not feel like a good answer after you have already been waiting > six days. > > I have just looked at the tracking again, and the good news is your parcel > has moved on since we last spoke, it is further along in its journey now > and getting closer to you. Given that, I would honestly expect it within > the next few days rather than a full week, though I do not want to promise > an exact date. > > Six days is already a long wait, and that is on the back of a busier sale > period which has pushed our shipping times up a little more than usual, so > I am sorry for that. > > I will keep an eye on this one, and if it has not arrived within the next > few days, please come straight back to me and I will look into it further > for you. > > Warm regards, > Anna > Customer Care Team > Marlow London >

My concern is that your website is selling longchamp bags as genuine. They are listed as sale items with the original price displayed. Your website is misleading and I feel disgusted that your business is based on lying to customers. Vicky On Fri, 31 Jul 2026, 05:02 , <support@marlow-london.com> wrote: > Hi Vicky, > > Thank you for your email, and I genuinely understand your frustration. I'm > sorry you're disappointed. > > I want to be completely straight with you about what we sell: we offer > manufacturer-direct bags in similar styles to designer pieces, made by the > same manufacturers that supply major fashion retailers worldwide. We're not > an authorised Longchamp retailer, and we don't sell official Longchamp > products - that's exactly why our prices are so much lower than department > stores. The savings come from our direct supply chain, not from any > compromise in the materials or make. > > If our listing could have been clearer about this distinction, I > completely understand why you feel let down, and that's genuinely important > feedback for our team. > > That said, if you've also found a specific quality or construction issue > with the item itself, I'd like to hear about that too - that helps us make > sure it doesn't happen to anyone else. A photo would be really helpful if > you're able to share one. > > I want to make this right for you. Once I fully understand what's > concerned you, we can sort out the best resolution. > > Many thanks, > Anna > Customer Care Team > Marlow London >

Thank you for your email. Your false advertising is misleading. I will accept a full refund. Thank you Vicky On Mon, 3 Aug 2026, 09:51 , <support@marlow-london.com> wrote: > Hi Vicky, > > I genuinely hear your frustration, and I want to be completely honest: > you're right. Our listing should be far clearer about what these bags > actually are. > > We sell manufacturer-direct pieces in similar styles to designer items - > they're made by the same kind of manufacturers that supply major fashion > retailers. We're not an authorised Longchamp retailer and we don't > represent these as authentic Longchamp products. But the way they're > presented on our site - with the designer name prominently displayed, a > "sale" price, and the original price shown - absolutely could read as if > we're selling the genuine article. That's not clear enough, and I'm > genuinely sorry for that confusion. > > You have every right to feel misled by how the product is presented. I'm > passing your feedback directly to our team to review and fix the listing. > > Now, let me make this right for your order. I can offer you three options: > > 1. A free item of your choice from our collection - browse here: > https://marlow-london.com/collections/all > 2. A completely free replacement in case you'd like to give it another > chance > 3. A 10% refund and you keep the item > > Just let me know which of these works best for you, and I'll sort it > straight away. > > Warm regards, > Anna > Customer Care Team > Marlow London >

You have admitted that you have false advertised a product. The bag is worth £15 at best and you feel that crediting me £10.80 is adequate. On Mon, 3 Aug 2026, 11:29 , <support@marlow-london.com> wrote: > Hi Vicky, > > I completely understand your frustration, and I hear that you've asked for > a full refund because you feel the way the product is presented on our site > was misleading. > > Let me be honest about what returning it would actually mean for you. > You'd need to pay the return postage yourself. That's £19.95 out of your > own pocket to send it back to our supplier overseas. Then it takes 3 to 4 > weeks for the parcel to travel back and be processed. There's the hassle of > packing and posting it yourself, it's not great for the environment sending > something back across the world, and there's a real risk the parcel could > go missing in transit. > > I've spoken to the higher-ups, and we've concluded we can grant you a > maximum of 20%, which of course we'll grant you. You keep the item, and the > money goes back to your original payment method within 3 to 5 business days. > > I'm genuinely sorry for the frustration this has caused, and I really do > apologise for the hassle. > > Would this work for you? Just reply and let me know. > > Warm regards, > Anna > Customer Care Team > Marlow London >

Yes, that would be great, thank you. On Mon, 3 Aug 2026, 14:04 , <support@marlow-london.com> wrote: > Hi Vicky, > > You're right, and I won't try to talk you round further. > > I can refund your order in full, and you keep the bag. There is nothing to > send back and no postage for you to pay. Once processed, it will be back on > your original payment method within 3 to 5 business days. > > Would you like me to go ahead with that? > > Warm regards, > Anna > Customer Care Team > Marlow London >